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  1. Thread Author  Thread Author    #1  
    regenouis's Avatar

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    Default Sprint Repair List for Epic

    Note: This (very lengthy) list is provided as a quick reference, at no point should you go into your tech center and argue with your technicians because you read this list. Final discretion is always up to the technician. Any Liquid or Physical damage will nullify any authorization for repairs. /end note

    This is just a quick reference for if you should or should not take your device in to your local friendly technician. This list should be a living list as guidelines for what can be fixed do change often. As I'm aware of them I will provide updates for the list, and if any other technicians have anything to add, have it added to the list! One last note, if I put something on here that we aren't authorized to fix, but your local technician does anyway, that is at his/her own discretion, and their stores charge back issues are their own. I'm just submitting the guidelines as they are provided to us.

    I think the first thing I should cover here is TEP/ESP/ESRP and Asurion, what they are, what they do and what it means to you.

    TEP: Total Equipment Plan – This insurance plan, and the one that I suggest the most, covers parts for your device, as well as replacement devices. This also allows you to file a claim with Asurion in the event of Liquid Damage and or Physical Damage.

    ESP: Equipment Service Plan – Covers you in the event that you have to file with Asurion, that is it. Service fee's apply in the event that you need parts replaced, or a device ordered.

    ESRP: Equipment Service and Repair Plan – Covers your parts and replacement phones, but if you get Liquid or Physical Damage, you are not covered by Asurion, and are out a phone.

    Asurion: The insurance company, they are their own entity, and make their own guidelines. Sprint/Verizon/AT&T, so far as I know, really all carriers use them. We also have no control over the policies put into place by Asurion. A perfect example of this is that a few months ago I could replace cracked LCD's and or screens. Now, for any device, not just the Epic, we can't replace it if there are more than 2 cracks, or if they exceed an inch in length. I also get a lot of angry customers that want to take it out on us because the deductible for smart phones is $100.00 as opposed to the $50.00 that they are accustomed to. However, to be frank, it makes sense. Phones cost significantly more than $100.00, you paid 200 for your upgrade maybe, but it is still a $500.00 device, and buying one outright is going to burn up your pockets. Phones are more expensive to make, and because of this, deductibles are going to be more expensive – just like your car, the more expensive your car is, the higher your deductible will be. Which brings me to my next point...

    REFURBISHED PHONES! - I see customers every single day that think they understand the system, and like, wanna stick it to the man, man. They think that throwing a temper tantrum in the waiting area will prevent us from ordering them refurbished phones, or yelling at Asurion over the phone in the store is going to get them a new device, or even into a whole separate device. It isn't going to change anything. You aren't bringing Sprint a brand new device that isn't working, they aren't going to send you a brand new device, except on rare occasions. If you have a device under 30 days that isn't working you have the right to exchange it for a new device. The same thing goes for Asurion, if you total your car they aren't going to give you the amount of money that you paid for your car, they are going to give you what your car is worth today, if you get a new car out of them, it will be a car that is worth the value of the vehicle you totaled, at the time you totaled it. Basically, you aren't turning in a brand new phone, so don't expect one.

    Liquid Damage: Everyone freaks out when they hear this phrase. They take it to mean we are saying YOU WERE NEGLIGENT WITH YOUR PHONE, BE GONE. When in reality liquid damage is kind of a misleading name. It should really be called moisture damage. You didn't necessarily drop your phone in a puddle, but you did provide a way for moisture to get in your phone directly or indirectly. Do not take your phone in the bathroom with you when you shower, don't leave it on the bar when you're out having drinks, try to avoid getting caught out in the rain with it, and stop talking on your phones when you're taking a leak. People always look so upset when I refuse to touch their phone that they fished out of the urinal.

    PS. Scraping your liquid indicator doesn't help – there are more than you know of, and it's an automatic flag in the system if we find your indicators have been removed.

    Physical Damage
    : Cracked Housing, Shattered LCD, LCD separated from the keyboard, smashed phones, burned phones, really any variation of physically broken outside of missing keys is going to be considered physical damage.

    Now on to the whole reason I figured I should make this list, a quick reference for what I see often with Samsung Epics and what our guidelines state on repairs, exchanges, and insurance claims. Hopefully it helps a couple of you when the frustration of your device malfunctioning starts to hit.

    Cosmetic Issues:

    Missing buttons, anything slightly cracked...basically anything that is broken and is simply cosmetic, is not covered for replacement. I do have compassion for some customers that just need a couple screws tightened, or a new back for their phone. However, that is my personal call as the technician using extra parts I happen to have.

    Port Failure

    if it's just port failure, and device is not charging, device is authorized for exchange. However, this is another issue that is at technicians discretion because if the charging port is broken off the board, it is an insurance claim. Thanks to kg6bki for asking the question that prompted me to add this to the list


    Screen Issues
    :

    Cracked screen: no more than two cracks, no more than an inch in length are authorized to be repaired, any more is an insurance claim.

    Cracked LCD: Insurance Claim

    Black/White/Blue/Garbled etc LCD: LCD is authorized to be replaced.

    Screen flickers either randomly, or when opening/shutting keyboard: usually has something to do with the cable that connects your LCD to your board and can be easily replaced.

    Dead Spots: LCD is authorized to be replaced

    Unresponsive Screen: Calibration will be tried first, if does not fix, LCD is authorized to be replaced

    Backlight out: LCD is authorized to be replaced

    Keyboard
    :

    Unresponsive keys: keypad can be replaced

    Hitting keys brings up random screens: Factory Reset is the most likely course of action

    Audio Issues
    :

    Earpiece failure – Authorized for repair

    Speaker Failure – Authorized for repair

    Battery:

    Not holding a charge: We can test it, but there are two types of test. The Cadex test, which basically test if the battery is able to gain a charge and send off a charge, takes about 45 seconds to do but isn't the most accurate. The other test is a 4 hour battery test, if the battery fails the store can replace it ONLY IF THE DEVICE IS STILL IN WARRANTY. If your device is out of warranty you will have to buy a new battery, batteries are not covered under insurance as they are considered it's own separate entity.

    Note: Just because your battery life sucks doesn't mean you have a bad battery. It can also mean you don't know how to take care of your phone and have too much crap installed/running on your device. Smart phone does not mean superman phone, as awesome as the Epic is, it does still have limitations.

    Software Issues:

    This is most definitely, beyond the shadow of a doubt the number one reason I see devices coming in for service. These issues range from freezing, and unresponsiveness to power cycling and ghost dialing.

    Software issues are some of the most frustrating and difficult things to actually troubleshoot. Is it that App you just installed on your phone, is it a fluke, is it liquid damage? I would say a huuuuuuge majority of these issues that I see are related to something customer driven (i.e. Apps (No. 1 offender), custom ROMS, liquid damage, messing with settings that they don't understand). Quite frankly a majority of smart phone users have absolutely NO idea how to take care of their devices. I don't blame the customer, I blame the sales reps for not educating them while selling them their devices.

    To be honest Software issues a majority of time will be fixed by doing a factory reset, your technician doesn't have time to narrow down which app, or which setting, is causing your issue a majority of the time. We do know very fast things for some issues (texting issue, handcent app on there? Handcent has got to go!). Your best bet with this is to educate yourself BEFORE going on a app downloading spree, adjusting system settings, etc.

    This is a list primarily for the Epic, although some parts of it can be applied to any sprint phone, smart phone or otherwise. Use common sense when operating your phone. Just because you THINK it should be able to do something doesn't mean that it actually should. Do some research, ask in the forums, don't just reach blindly into the dark and turn around horrified when you find you did something you can't undo.

    If there is anything not on this list that you're curious about just ask, and if I don't know off hand it is extremely easy for me to find out!
    Last edited by regenouis; 06-08-2011 at 06:32 PM.
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    gitit20's Avatar

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    Nice little tidbit of info...

    I repair phones in the mall not for sprint or any other just for my self and I see a lot of things that people do... I have replaced many epic screens and digitizers its easy to do for guys like us

    I don't mean this too you but I get so many people in my store that have epics or other sprint smart phone the techs say were abuse or liquid but I see nothing of the sort I mean yes broken screens are but screws comeing out of the slider speaker going out keys not working and so on I have an epic my self and most of the prods I see is the bugs in the software. Main prob is the baseband software eb13 or ec05 can't remember what one was the last update messed it up signal goes from 5 bars to 0 then back to 5 does this all the time same with all 3 of my epics...

    I fixed this by flashing the ginger baseband and every single radio prob is gone... that's my big gripe about sprint and samsung...
  3. #3  

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    My Edits/addons:

    Quote Originally Posted by regenouis View Post
    TEP: Total Equipment Protection – This is ERP and ESRP put together. It covers almost everything; physical damage, moisture damage, loss/theft, replacement parts, repairs etc. (Intentional damage is not covered by any of the options.)

    You really should have TEP, it's really not that expensive considering what you get out of it and compared to the cost of the phone itself.

    Current policy: Only way to add TEP is within 30 days of purchase or paid service repair. (If your keyboard goes out, and you pay the service fee to have it fixed, you then have the option to add TEP, and really should take advantage of that opportunity.)

    ERP: Equipment Repair Plan – Covers physical damage beyond repair, and loss/theft, but deductibles apply, and you must file the claim through Asurion. Service fees do apply in the event that you need parts replaced (but replacement parts are usually cheaper than a deductible for a claim.)


    Liquid Damage: Just wanted to add that there is more than one liquid damage indicator on the phone besides the battery indicator, and other ways to spot moisture damage. The fact that you were trying to hide it by scratching your LDI off the battery will a lot of time get the technician to flag your account for intentional abuse (which is not covered, and you will start to have a tough time getting anything done in tech stores.)


    Also wanted to add that the official policy is that Sprint will take the least expensive option to fix the phone. Meaning that if you come in with a software issue, and a hard reset fixes it for free, don't expect to get a new phone.

    Most tech stores will perform a hard reset with software issues, so if you think your issue is not related to that, do a hard reset yourself. If the issue remains, visit your technician. (This could prevent a lot of unneeded service tickets, and save you a bunch of time.)

    If you are complaining about something that is fixed in a software release you skipped (or you have a custom ROM) the tech is likely going to hard reset the phone, and either OTW (over the wire) install the current software version, or tell you that your choice in the custom ROM has the consequence of whatever problem you are having.


    There is no "magic number" for how many replacements you can have before you get to look at switching devices. This is entirely up to the discretion of the tech/store, and they will look at the overall situation. If it looks like you are just trying to get into a different model, but without a legitimate reason, you will likely be flagged and other tech stores in the area notified to prevent you from doing so. Bottom line; techs should only look at breaking WEL (warranty exchange list) priority for legitimate reasons.

    Last thing I wanted to add was that currently Asurion has a maximum claim policy:

    They will cover up to $1000 per claim, and up to 3 claims in a 12 month rolling period. Basically, unless your phone is actually physically damaged (moisture, burn, crush, etc) your best best is to bring it to the tech stores to get fixed so you don't burn one of your claims.

    This is good information, and I don't think it should be exclusive to the EPIC forum. Thanks for the post!
  4. #4  

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    Very comprehensive list, thanks for posting it
  5. Thread Author  Thread Author    #5  
    regenouis's Avatar

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    gitit20: I can't deny that just like every other job out there, there are sleazebag technicians that will say a device is LD/PD, even if it isn't...which is kind of dumb because we actually don't make any money when we flag a device for LD/PD. However, keep in mind that you can come to the conclusion of LD even if none of the indicators are tripped, you DO sometimes see indications on the board but the indicators themselves wont be tripped.

    As far as 2.2 bugs, there are some, but I can't suggest to customers to void their warranty flashing to a custom ROM . While I do agree that some issues I see are bugs from the update, I would say they make up less than a percent of the phones I see in a given week. Generally customers just really need to be educated when they are being sold the phone.

    Monkeyracer34: Excellent add-ons! Only thing I will say is in relation to the custom ROMs, even if the issue you're having is something that can be used to exchange the phone, by you having the custom ROM installed it voids the agreement and the device should not be exchanged...the fix for this if you're having legit hardware issues? Odin back to stock kernal and turn it in, and you should have no problems.
  6. #6  

    Default Power Connector Loose

    I have Total Equipment Protection and don't want to pay the $100 deductable...but the power connection port is loose. I have to leave the phone lying down flat to charge it....any advice?

    Brian
  7. #7  

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    Quote Originally Posted by kg6bki View Post
    I have Total Equipment Protection and don't want to pay the $100 deductable...but the power connection port is loose. I have to leave the phone lying down flat to charge it....any advice?

    Brian
    TEP should cover that with no problem and no $100 deductible needed. Just go in and tell them exactly that, you have to lay the phone perfectly flat and play with the cable to get it to connect properly to charge... Sounds like the USB port is about worn out.
    Paul
    Moderator Team Leader @ Android Central





  8. Thread Author  Thread Author    #8  
    regenouis's Avatar

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    Just to add on to what paul said, tep does cover a replacement phone if you have port fail, without the insurance deductible....but only if the soldering points aren't broken off the board

    Sent from my SPH-D700
  9. #9  

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    But are they going to make me to to the local repair center in san jose. Waste 6hrs of my day..tell me to come back (while they evaluate) my phone to say..oh yes Brian we will order you a new phone. And then have to come back again in 2 days to pick it up.

    Is this something customer can order me a phone and then I send them this one..then again they will say...we need a service center to verify this problem Brian...

    Any input?
  10. Thread Author  Thread Author    #10  
    regenouis's Avatar

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    Quote Originally Posted by kg6bki View Post
    But are they going to make me to to the local repair center in san jose. Waste 6hrs of my day..tell me to come back (while they evaluate) my phone to say..oh yes Brian we will order you a new phone. And then have to come back again in 2 days to pick it up.

    Is this something customer can order me a phone and then I send them this one..then again they will say...we need a service center to verify this problem Brian...

    Any input?
    If you're spending 6 hours at a repair center...maybe find a new repair center? Or learn the common causes of the issues you're having to have phones ordered for and stop doing those things.
  11. #11  

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    I only spent 3hrs at the D*** store...walked out and they said to call the insurance...

    Long story short...new phone comming tomorrow from Asurion...No charge
  12. #12  
    mike340t's Avatar

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    Quote Originally Posted by regenouis View Post
    gitit20: I can't deny that just like every other job out there, there are sleazebag technicians that will say a device is LD/PD, even if it isn't...which is kind of dumb because we actually don't make any money when we flag a device for LD/PD.
    From personal experience to some it's some sort of ******ed power trip... The last tech I saw months ago, took out my battery and with a smug pr!ck look on his face said water damage huh... So I took out a pocket of batteries and told him to smell them it 's just sweat because I keep the batteries in my pockets.. LOL I got my phone replaced no charge, no further smugness either...
    My history: Ericsson 628, 768, T10, T28 World, Siemens S12, Nokia 8290, 3390, Motorola C330 , V70, Ericsson T68i, Motorola v100, Accompli 009, Sony Ericsson P800, T300, T610, O2 XDA II, BlackBerry 6210, Sanyo SCP5300, SCP8100, VM4500, PM8200, MM7400, MM8300, MM9000, BlackBerry 7750, Kyocera KX18, MM-A900, SCP8400, Pearl 8130, Tour 9630, Samsung Epic 4G, HTC Design 4G, Nook Tablet. CO's: Omnipoint, Voicestream, T-Mobile, (Amp'd for a short time) Sprint, Verizon
  13. #13  

    Default

    Ok, well I'm having a whole slew of issues. First off my phone isn't sending text messages out unless I restart the phone. The sd card isn't reading anymore. It doesn't charge all the way. Ill put it on the charger and it'll say 25% charged, then 2 minutes later it'll say its 100%. Also while I'm charging it the phone gets extremely hot. And last but not least I dropped my phone like an hour before I took it today and they said they won't fix anything because my screened is cracked and I have to file a claim and pay the 100 to fix the phone. I can careless about he cracked screen, I just want everything else fixed, but they won't touch it. Any adivce would really help. Does anyone if that's is really srints policy or were they just being jerks?
  14. #14  

    Default

    Quote Originally Posted by mlangiano View Post
    Ok, well I'm having a whole slew of issues. First off my phone isn't sending text messages out unless I restart the phone. The sd card isn't reading anymore. It doesn't charge all the way. Ill put it on the charger and it'll say 25% charged, then 2 minutes later it'll say its 100%. Also while I'm charging it the phone gets extremely hot. And last but not least I dropped my phone like an hour before I took it today and they said they won't fix anything because my screened is cracked and I have to file a claim and pay the 100 to fix the phone. I can careless about he cracked screen, I just want everything else fixed, but they won't touch it. Any adivce would really help. Does anyone if that's is really srints policy or were they just being jerks?
    Policy.

    The techs won't perform other work on the phone if the screen is cracked more than two places and more than one inch crack.

    Really, you will be better off just paying the $100 to get a replacement. There are too many issues with this device that even if the tech wanted to ignore the cracked screen, they will not be able to fix.
  15. #15  

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    Well I will see how things are dealt with in the next day or two. All the sudden out of nowhere my 7 month old Epic's external speaker is taking a dump. Funny because I never really crank it or anything so just one of those situations where the speaker had a much earlier life span than it should.

    I have TEP and nothing else is wrong with my device just the speaker so time to flash her back to EC05 stock (YUCK!) and take her in...
    Paul
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  16. #16  

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    Quote Originally Posted by Paul627g View Post
    Well I will see how things are dealt with in the next day or two. All the sudden out of nowhere my 7 month old Epic's external speaker is taking a dump. Funny because I never really crank it or anything so just one of those situations where the speaker had a much earlier life span than it should.

    I have TEP and nothing else is wrong with my device just the speaker so time to flash her back to EC05 stock (YUCK!) and take her in...
    Need to get your device back up to par asap
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  17. #17  

    Default Re: Sprint Repair List for Epic

    Quick question, how often does the epic break down? My TP2 was really good to me thankfully. Does it last about the same?
  18. #18  

    Default Re: Sprint Repair List for Epic

    Quote Originally Posted by locomariachi View Post
    Quick question, how often does the epic break down? My TP2 was really good to me thankfully. Does it last about the same?
    If you managed to take care of your TP2 without having too many issues besides a touchscreen going out, you shouldn't have any issues with the Epic. I've only had to replace my external speaker once because it developed a crackle.

    I work in an Authorized Sprint repair center(3rd party store), and the number of times I've had to replace the Epic speaker is pretty low compared to the EVO, Hero, and Evo Shift. I do maybe 2 Epic speakers a month, but at least 2-3 EVO/Hero/Shift speakers daily. The only nice part is they're all the same speakers.

    A couple of LCDs that have gone black, usually it's just a flex cable from the front half of the phone to the back, and those phones usually come in extremely beat up. Usually the person's dropped the phone while it was open or hit just right and the springs in the slider broke and cut the ribbon. A pretty easy fix since we can order all those parts.

    As far as the SD card reader, those are also replaceable since we can order the parts, and it generally takes me about 10 minutes to fix. Both cameras are replaceable, the earpiece, microphones, keyboards, speakers, antennas, headset jacks, sd card readers, nearly everything on the phone is replaceable. The only thing I generally won't do is the LCD and the Gorilla Glass touchscreen, unless I buy the whole kits from the Sprint warehouse.
  19. #19  

    Default Another good repair/fix ;)

    Well once again I had another good repair/fix from my local Sprint repair store. Walked in to have my external speaker replaced on my Epic 4g and 15 minutes later walked out fixed and happy

    Even had a good little chat in that time period with the tech about rooting devices. He actually started the conversation and that was all I needed was a foot in the door to have a little fun..

    Overall, once again having TEP is the best thing I have ever purchased on my devices. I've used it time and time again to have things replaced on all 3 devices on my Sprint plan.
    Paul
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  20. #20  
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    Default Re: Sprint Repair List for Epic

    I am heading to have my microUSB port fixed today (hopefully)... Do I really have to change my software back if the issue is obviously faulty hardware? Are they really going to claim the software somehow caused physical hardware port damage (impossible of course)??
    My history: Ericsson 628, 768, T10, T28 World, Siemens S12, Nokia 8290, 3390, Motorola C330 , V70, Ericsson T68i, Motorola v100, Accompli 009, Sony Ericsson P800, T300, T610, O2 XDA II, BlackBerry 6210, Sanyo SCP5300, SCP8100, VM4500, PM8200, MM7400, MM8300, MM9000, BlackBerry 7750, Kyocera KX18, MM-A900, SCP8400, Pearl 8130, Tour 9630, Samsung Epic 4G, HTC Design 4G, Nook Tablet. CO's: Omnipoint, Voicestream, T-Mobile, (Amp'd for a short time) Sprint, Verizon
  21. #21  

    Default Re: Sprint Repair List for Epic

    Quote Originally Posted by mike340t View Post
    I am heading to have my microUSB port fixed today (hopefully)... Do I really have to change my software back if the issue is obviously faulty hardware? Are they really going to claim the software somehow caused physical hardware port damage (impossible of course)??
    If its rooted they will most likely not play with it as a general rule of thumb. Occasionally you will find a cool tech that will not care but I would Odin back and take it in stock.

    Took me a whole 20-30 minutes when I got home to root, load up Bonsai 4.1.1 and flash my Gears of War theme and get my stuff back in order.

    As far as the microUSB port I didn't know they messed with that. I thought that was one of those things that was considered a replacement or sent to Sammy for repair if you didn't use your TEP. I know it has soldered on parts, if those are broke they usually won't cover it.
    Paul
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  22. #22  
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    Default Re: Sprint Repair List for Epic

    Thanks for the advice. The port is attached fine just won't charge right unless you fiddle with...
    I decided to take it in anyway and the tech acknowledged pretty much what I thought. (I took it to a dif service center as the last one left a bad taste due to arrogance.). Dude was most def cool and told me they can attempt to fix in store if I wanted and they can ignore the root thing BUT would most likely need to be exchanged and I will need to return to stock and bring it back as he can't send the phone back rooted.. Very nice and very cool. So I will return to stock now, just in case the port craps out completely and return to the same store next week when I have the time.

    Quote Originally Posted by Paul627g View Post
    If its rooted they will most likely not play with it as a general rule of thumb. Occasionally you will find a cool tech that will not care but I would Odin back and take it in stock.
    Last edited by mike340t; 07-02-2011 at 10:01 PM.
    My history: Ericsson 628, 768, T10, T28 World, Siemens S12, Nokia 8290, 3390, Motorola C330 , V70, Ericsson T68i, Motorola v100, Accompli 009, Sony Ericsson P800, T300, T610, O2 XDA II, BlackBerry 6210, Sanyo SCP5300, SCP8100, VM4500, PM8200, MM7400, MM8300, MM9000, BlackBerry 7750, Kyocera KX18, MM-A900, SCP8400, Pearl 8130, Tour 9630, Samsung Epic 4G, HTC Design 4G, Nook Tablet. CO's: Omnipoint, Voicestream, T-Mobile, (Amp'd for a short time) Sprint, Verizon
  23. #23  

    Default Re: Sprint Repair List for Epic

    Most Sprint techs you'll find are rooters themselves, but because of policy's put into place by their higher ups, they end up acting like douchebags.

    Usually if it's a hardware problem, I'll check it long and hard to see if it could be a custom ROM causing a problem, but on something like a chargeport, it's obviously not a software problem causing the port to need to be fiddled with. We were told from a district guy that if it's rooted, it's cool to test and play with, but if we need to order a replacement phone, if we don't have the software available to flash it to stock, we have to have the customer do it. And if it's a software problem with the phone, the only thing we're really supposed to do with it is flash back to stock in an attempt to correct the issue.
  24. #24  
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    Default Re: Sprint Repair List for Epic

    Update: Store tech kept his word and today I showed them that I flashed back and I paid my $35 phone replacement fee upfront (no insurance was required).. Replacement phone is ordered and I pick it up this week. Happy with Sprint like always!
    My history: Ericsson 628, 768, T10, T28 World, Siemens S12, Nokia 8290, 3390, Motorola C330 , V70, Ericsson T68i, Motorola v100, Accompli 009, Sony Ericsson P800, T300, T610, O2 XDA II, BlackBerry 6210, Sanyo SCP5300, SCP8100, VM4500, PM8200, MM7400, MM8300, MM9000, BlackBerry 7750, Kyocera KX18, MM-A900, SCP8400, Pearl 8130, Tour 9630, Samsung Epic 4G, HTC Design 4G, Nook Tablet. CO's: Omnipoint, Voicestream, T-Mobile, (Amp'd for a short time) Sprint, Verizon
  25. #25  

    Default Re: Sprint Repair List for Epic

    @mike340t, good deal man! Nice to see people sticking to their word and helping you out.
    Paul
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